Our client is seeking an Operations Manager to lead the execution of the firm’s day-to-day operations.
This is a high-impact leadership role responsible for ensuring that workflows are executed consistently, service standards are upheld, and the operations team performs at a high level. The Operations Manager will oversee team execution, enforce process discipline, and ensure that the firm runs smoothly as it continues to grow.
This role reports directly to the Chief Operating Officer and works in close partnership with the Data & Intelligence Lead (who designs systems and automation) and the Director of Client Experience (who owns the client, prospect, and team facing experience).
Core Responsibilities
Operational Execution & Process Discipline
· Ensure all firm workflows are executed consistently, accurately, and on time
· Enforce adherence to established processes and service standards
· Monitor task completion, turnaround times, and operational performance
· Identify breakdowns in execution and escalate for resolution or redesign
Team Leadership & Accountability
· Lead and manage the operations and client service team
· Set clear expectations, roles, and performance standards
· Provide training, coaching, and ongoing development
· Foster a culture of ownership, accountability, and professionalism
Capacity & Workflow Management
· Monitor team capacity and workload distribution
· Identify bottlenecks, inefficiencies, and areas of strain
· Ensure appropriate resourcing to support firm growth
· Partner with leadership on hiring needs and role clarity
Service Quality & Consistency
· Ensure all client-related work is completed with accuracy and attention to detail
· Maintain consistency in how service is delivered across the firm
· Partner with the Director of Client Experience to ensure seamless execution behind the client experience
Cross-Functional Coordination
· Act as the bridge between:
·o Data & Intelligence Lead (system design and automation)
o Advisory team (client needs and priorities)
o Client Experience (front-of-house execution)
o Advisory
· Ensure alignment and smooth execution across teams
Vendor & Operational Issue Management
· Serve as the first point of escalation for operational issues
· Coordinate with custodians and vendors to resolve service-related challenges
· Ensure issues are addressed quickly and do not impact client experience
Continuous Improvement (Execution-Focused)
· Provide feedback on workflow effectiveness based on real-world execution
· Partner with the Data & Intelligence Lead to refine processes and improve efficiency
· Drive incremental improvements in execution and team performance
Business Operations & Vendor Coordination
· Own the coordination and execution of key business operations, including:
o Employee benefits renewals and administration
o Business insurance reviews and renewals
o IT vendor coordination and service oversight
o Compliance coordination and documentation support
· Serve as the primary point of contact for vendors and external partners
· Ensure timelines, deliverables, and service standards are met
· Escalate strategic decisions, risks, or gaps to the COO
What Success Looks Like
· Workflows are followed consistently with minimal oversight
· The operations team performs at a high level with clear accountability
· Advisors experience minimal operational friction
· Service requests are completed accurately and on time
· The COO is rarely pulled into day-to-day execution
· The firm scales without operational breakdowns
What We’re Looking For
Core Traits:
· Strong operator with a bias for action and follow-through
· Highly organized with exceptional attention to detail
· Natural leader who drives accountability and performance
· Calm, solutions-oriented under pressure
· Clear communicator who can align teams and expectations
· High standards and commitment to excellence
Experience That Often Succeeds
· Operations or service team leadership in an RIA or professional services firm
· Experience managing teams responsible for execution and service delivery
· Background in environments that require precision, consistency, and accountability
Office location: Middleburg Heights, OH
Office requirements: Monday thru Thursday in office, Friday optional work from home
Compensation:
· $90,000 to $140,000 depending on experience
· Total compensation is comprised of salary (~ 85% of total comp) plus performance-based bonus (~15% of total comp)
· Comprehensive benefits package
